The following thesis investigates how Transportstyrelsen, a Swedish authority, can use chatbots in their customer service to increase effectivity, save resources and be more available to their customers. Therefore, this report aims to map the effects a chatbot-implementation would have on Transportstyrelsen’s business and what technical and organisational factors that contribute to a successful implementation of the chatbot. To answer these questions, a qualitative approach has been used where participants from other authorities have been interviewed about their chatbot-implementations. The experiences from Skatteverket, Pensionsmyndigheten and Lantmäteriet are compared to the situation on Transportstyrselsen with the help from socio-technical theory, diffusion theory and change management theory. The discussion concludes that the difficulties with the implementation does not lie with the technology itself and that Transportstyrelsen should allocate a lot of time for AI-trainers, include people from the legal, communication, and IT divisions in the implementation team, have an interagency strategy, vision and goal, prepare for measurements, share the progress with the organisation, include the sceptics in the development and consider the benefits of using the same chatbot algorithm as the other authorities.

The record industry has been around for just over 100 years and it’s an industry that mostly has been growing and growing ever since its inception. New technology has always pushed the industry forwards and helped it grow bigger and bigger with almost each year. But when the internet came in the early 2000’s it changed everything. It caused a stir in the industry when the music consumers now had the possibility to rip CD's, download music files illegally and share them with the world for free. In desperate actions to try to save the record labels from going bankrupt they did all in their power to fight the change. What eventually happened was that other actors came in and saved the business with services that embraced the change from a physical way of consuming music, to a new digital one.   This is a study of how that change has been perceived and affected the record labels and their ways of working. By using Paul Hirschs modell charting the organization of the pop music industry and the four processes that Tschmuck describes as the core activities of a record label, we’ve interviewed six record labels in the Stockholm area in an attempt to describe the new core activities and organization of the industry now that the digitization has changed the way the customers consume music.   Our findings show that the value added chain that Hirsch modelled has changed drastically, with several actors losing importance in it, while others actors has traded places. The core activities that Tschmuck described remains the same, but the ways they are executed has become more effective thanks to the new technology.

Background: The world is facing environmental issues such as pollution, natural disasters, and climate change. A main cause of this is human activities such as urbanization and mining of materials. As the understanding of sustainability increases, new regulations from governments arise along with a surge in demand for sustainable solutions from customers. These factors will trigger a technological shift that companies need to tackle in order to stay competitive. Objectives: The aim of this research is to examine the barriers towards implementing bio-inspired methods for innovation. This will be done by studying innovators in relevant industries. Research question: What are the challenges with a large scale implementation of bio-inspired methods for innovation? Method: This study will be carried out by interviewing people working within the transportation and heavy construction industries. The candidates will, on a daily basis, work with innovation and thus contribute with their knowledge and reflections. The study will use semi-structured interviews followed by a thematic analysis to get results and draw conclusions. Results: The study shows that using methods for innovation is a common act. Furthermore, the candidates were asked how they integrate sustainability into their development. In general, the candidates had no unified answer to this question. However, several examples, such as lowering emissions, not buying from corrupt suppliers, and maintaining profitability, were mentioned. Moreover, the candidates states that the company works with identifying new methods for innovation. When asked about bio-inspired methods, most candidates were positive about an implementation. From another perspective, some candidates who work with biomimicry state the opposite. Conclusions: Using bio-inspired methods for innovation might be of interest, however, such an implementation takes long time due to organizational resistance. To understand this further, more industries and perspectives has to be studied.